Kids@work Rebuttal Sheet

Objection Handling: Rebuttal Sheet for Kids@work

1. I’m not interested!
---> I understand your hesitation but if you were given
a chance to get some savings for your money, you'd take it
right?
--> I'm sure, you wouldn't want to compromise your child's education right?
--> I understand, I'm just curious though, what particular feature of the
debit card are u not interested about?
2. Im busy, can you give me a call back?
-->This will only take a few minutes of your time, i promise to be brief.
3. My husband/wife handles the bills, i have to
consult him/her first.
--> Im sure your wife/husband will be happy to know
that you are taking the initiative in preparing for your
child's future.
4. I'm not comfortable making purchases over the phone/ I’ve been burnt before
--> You have absolutely nothing to worry about, our calls are 100% recorded and we guarantee
that any information you provide us is confidential. Our company has been around for more than 10yrs
and we wouldn't want to risk our reputation for this.
5. Where did you get my number/ What subscription list?
--> Your name is part of a subscription list, this list is comprised of parents who subscribe to parenting magazines
and of people who agree to have their names be part of a community list for whatever purpose.
6. That's too expensive!
--> The $12.99 is for a one time processing fee and the card is valid for 5 years. If you think about it, you're just paying less than 3 dollars a year. That's cheaper than a pack of cigarettes, right?
7. What's a multimedia learning system?
--> It's a learning system designed to enhance learning by using as many senses as possible.
--->These are audio and video devices designed to make learning fun and easy.
8. Are you a telemarketer?
--> I am a representative from Kids@work and the reason for my call is...
9. I don't have kids!
--> Im sure you have nephews and nieces, right?
--> This can also be a great gift for your friends who have kids.
10. I've never heard of your company before.
-->Kids@work is a company based in Boston, MA. We specialize in multimedia learning systems and we have been around since 1996. We pioneered the multimedia learning systems for children ages 5-10 years old now it’s being used by a lot of schools nationwide.

Kids@work Objection Checklist

1. I'm not interested!
2. I'm busy, just give me a callback.
3. I've been burnt before, I'm not comfortable making purchases over the phone.
4. I've never heard of your company before, what's kids@work?
5. My wife handles the bills, I have to consult my wife first.
6. I don't have kids.
7. That's too expensive!
8. How did you get my number? What list?
9. What's a multimedia learning system?
10.Are you a telemarketer?

Inbound Call Flow

Call Handling Skills

1. Open
>Use standard greeting
> Identify yourself (Company’s option)
> Ask customer to provide you with specific details in establishing the account profile
> You will determine who you are speaking to at this stage. From this point on, you are required to address the customer by Mr./ Mrs./ Ms.
> You will determine the specific product or service that the customer is calling about. This will become useful information later.

2. Gathering Information
> Use probing questions to collect data to understand the nature of the call.
> Asking questions will only allow you to determine the root cause of the call and will ensure that you are assisting the customer for all the right reasons.
> Uses the W5 technique: Who, What, Where, When, How and sometimes Why.


3. Isolate Need/Concern/Issue
> Paraphrase the customer’s needs/concerns/issues.
> Explain the importance of doing so. This will ensure that you have fully understood the customers need and have been able to identify the root cause for the call.
> After you have paraphrased if the customer informs you that you are incorrect you must return to probing for more information
> If you obtain confirmation that you are correct, you may then proceed to providing a clear course of action.


4. Provide a Clear Course of Action
> Inform customer what you will do to assist his/her needs.
> Provide accurate information
> Solve the customer’s need with confidence and assurance.
> Follow routine call procedures and processes.
> Be able to properly manage non-routine call scenarios.


5. Close Call
> Reiterate what you have done for the customer
> Thank the customer for all and wish him/her a pleasant day.
> Brand your call


TIP: When you find yourself in a heated discussion with your customer, remember to apply H.E.A.T.

H - Hear them out
E - Empathize
A - Ask questions
T - Take responsibility for your action

9 ways to be a bad listener...

9 Ways to Be a Bad Listener

We are all told that as we work in our businesses, one of the key skills we can learn
is to listen attentively and with full interest ... to our clients, to our staff and even to our competitors.

How many of these common listening mistakes are you guilty of?

1. The Rehearser: While the other person is talking, the listener is thinking, "Here's what I'll say
next."

2. The Filterer: The listener hears only what she/he wants to hear.

3. The Mind Reader: The listener doesn't hear much of what is being said, because the only
thing on his mind is, "What is HE really thinking?"

4. The Dreamer: The listener’s mind keeps on wandering for no apparent reason.

5. The Identifier: The listener always interrupts the speaker to share his/ her own views.

6. The Comparer: Always focused on assessing the speaker instead of listening to what he has
to say.

7. The Derailer: He betrays the fact that he's bored by changing the subject too quickly.

8. The Sparrer: Quickly discounts whatever is said.

9. The Placater: Agrees with everything that's said in order to avoid conflict.

American Idiomatic Expressions

Hi guys!

Please search for the meaning of the following expressions:

"Wear your heart on your sleeves"
"John Hancock"
"give the cold shoulder..."
"right off the bat..."
"Cat got your tongue?"
"Rain check..."
"Bite one's head off..."
"hot potato"
"cold feet"
"out in the cold"

Here it is, the list of American Idiomatic expressions as promised.

American Idioms

Absence makes the heart grow fonder.

v Our feeling for those we love increases when we are apart from them.

"Cheer up Dude, everybody knows that absence makes the heart grow fonder."

Back handed compliment

v A compliment that also insults or puts down at the same time.

They gave me a backhanded compliment when they said I was smart for a girl.

Blow off some steam

v To enjoy oneself by relaxing normal formalities.

He is a true workaholic who has misguided priorities, when he wants to blow off some steam he comes to work on Saturday wearing blue jeans.

Botched up

v Substandard; messed up; make a shamble of

Man, you really botched up that project. Now the company will have to start all over costing double and missing all of our deadlines.

Brand Spanking New

v New and unused.

What you really need is a brand spanking new Porsche turbo.

Break a leg

v A wish of good luck, do well.

Break a leg in your game today.

Bust your balls

v To harass with the intent to break one's spirit.

When I ask you if you settled that dispute with the IRS, I am not just trying to bust your balls. I am trying to help.

Busting your chops

v To say things intended to harass.

Don't get mad, I am just busting your chops.

Clear as a bell

v Clearly understood.

You don't have to repeat yourself. Your message is clear as a bell.

Close, but no cigar

v Nearly achieving success, but not quite.

That free throw was close, but no cigar.

Cold turkey

v To quit something abruptly.

You will not lose weight until you give up chocolate, and I suggest you go cold turkey.

Don't Count Your Chickens Before They're Hatched

v Don't be overconfident and assume success before you know the outcome of a venture.

In the midst of this daydream, she did toss her curls, sending the pail of milk spilling. The moral of the fable is: Such are the disappointments of those who count their chickens before they are hatched.

Face the music

v To accept the truth.

It's time to face the music on your donut addiction.

Jump on the bandwagon

v Do what everybody else is doing, whatever is popular.

When the Chicago Bears are winning, I will jump on the bandwagon and be a fan.

Keep your pants on

v Calm down, be patient.

I will be off the telephone in a minute, so keep your pants on.

Knock on wood

v Tap on a wooden surface for gook luck or to keep from putting a jinx on yourself for having mentioned some hope or dream aloud.

If good luck is willing. I am sure that your tax returns will not be audited, knock on wood.

Once in a blue moon

v To happen only on rare occasions.

The Post Office regularly fails to deliver checks sent in payment to me, but bills sent to me fail to be delivered only once in a blue moon.

Passed with flying colors

v To exceed expectations, to do better than expected.

The California smog test is tough, but my car passed with flying colors.

Put English on it

v To impart a spin to something in an effort to make it hard to control, usually a ball in sports like tennis.

Your serve is dangerous when you put English on it.

Rings a Bell

v To sound familiar, to spark a memory.

I don't remember meeting him, but the name John Smith rings a bell.

Roll with the punches

v Weather through tough times, try to minimize the trouble.

Sometimes in life you just have to roll with the punches, even when the punches feel like they are coming from Mike Tyson.

Rule of thumb

v A basic rule that is usually but not always correct.

As a rule of thumb, plant tomato seeds three inches deep.

Show your true colors

v To reveal your true intentions, personality, or behaviors.

Everyone is on best behavior on the first date, but soon enough you will show your true colors.

Sleep tight

v Sleep well.

Good night, sleep tight.

Strike while the iron is hot

v Act quickly while the opportunity is still available.

If you want the job, you need to strike while the iron is hot.

Tie the knot

v To get married.

I understand you want a baby, but don't you think you should tie the knot first. In fact maybe you should get a girlfriend first.

Under the weather

v To be ill.

I'd love to help you move all your furniture next weekend, but I expect to be feeling a bit under the weather.

Upper Hand

v Control of a situation.

If you are wondering who has the upper hand in your relationship, the next time you get up to fetch drinks, take a look on the sofa. There you will find that person.

Listen more talk less

Just a thought... I noticed that some people find it easy to talk about other people's weaknesses rather than talk about themselves. Some find it hard to look for the right words to describe themselves during the interview.

We have two ears and one mouth for a reason. Listen more talk less. Talking is easy, if you know what you're talking about. Often, an objective description of your personality is hard to acquire if you don't take your environment into consideration. When I say environment, I mean the people around you. Your friends, classmates, co-workers and of course your family. They can help you get a glimpse of your personality. Their comments are tantamount to establishing factual details of your persona that you might not be aware of at the moment. Efforts to get an objective opinion about yourself may prove futile if you fail to listen to these people.

Keep in mind that the interviewers doing your evaluation are most likely those with a degree in psychology. They study human behavior and assess if your attitude fits their qualifications of a desirable candidate for the position. From body language to consistencies in the way you address the questions being thrown at you, they are observing everything. Having said that, you don't want to come off as someone whose defensive nor cocky. If your the type of person who complains a lot and finds it difficult to accept constructive criticism, then I suggest that you re-evaluate yourself. If you know you're good but other people are getting ahead of you and you feel that you're better than those people who get accepted, think again. They may not have the best skills but it's their attitude that got them through.

So... what "desirable" qualities must an employee have?

Interviewers find it easier to communicate with someone who is enthusiastic about the job than with someone who is very tensed and uptight. A bubbly personality (take note: not perky) can work wonders during the application process. Would you rather work with someone who complains a lot or with someone who can lighten the mood during a very stressful situation? Confidence is always good, but this one's quite tricky. Remember that their is a thin line between confidence and overconfidence. If you're confident about your skills and you find it very easy to talk about yourself and casually manage to turn EVERY single discussion into something that relates to yourself, then that's not confidence, that's conceit. Not everything is about you, keep that in mind. Oftentimes, people find it annoying when others talk more about themselves and seem pretty uninterested with other people's stories or opinion. That's why listen more and talk less. You will always get your share of the limelight, don't be greedy. In order for you to effectively build rapport with others, listen to what they have to say and give feedback when necessary.

These are just some things that I think you should keep in mind when applying for a job or when relating to others.

Until my next blog, good luck!